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Stay updated with the latest news, expert insights, and practical tips tailored for IT administrators. Learn about new features, best practices for system management, and success stories from businesses using Dynamics 365. Enhance your administrative skills and drive efficiency in your organization.
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Expanding SMS capabilities in Dynamics 365 Contact Center
We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. -
Moving sales, service, and finance to the Frontier with Microsoft 365 Copilot
Today, we’re announcing the addition of role-based AI solutions to Microsoft 365 Copilot for sales, service, and finance professionals. -
Integrate Field Service bookings with Outlook and Teams, now Generally Available.
With Release Wave 2 2025, we’re excited to announce the General Availability (GA) of Exchange Integration for Dynamics 365 Field Service. -
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater. -
Use session restore for seamless continuity in Customer Service
As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. -
From manual work to meaningful selling: How Agentic AI is transforming Dynamics 365 Sales
Agentic AI in Dynamics 365 Sales reduces manual CRM work by turning unstructured information into actionable insights, helping sellers capture data faster, explore pipeline trends with natural language, and focus more on meaningful selling. -
Announcing General Availability of Proactive Voice Enhancements in Dynamics 365 Contact Center
Answering machine detection, SIP call outcomes, and predictive dialing are now available for proactive voice scenarios. -
Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities. -
The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
General Availability of Quality Evaluation Agent’s conversation capabilities
Quality Evaluation Agent in in Dynamics 365 Customer Service and Dynamics 365 is an AI-led evaluation framework that empowers teams to deliver consistent, scalable quality oversight and automate quality evaluations across customer interactions.
